Greater Western Water is refreshing its Engagement Framework. We know our customers haven't always had the best experience engaging with us over the past year, and we're committed to doing better. That's why we're updating the way we connect with customers and communities across our projects, services and day-to-day work.
The current Engagement Framework was developed with community input in 2021. It's now due for review, and we're inviting you to have your say on how you'd like to be involved in the decisions that affect you.
Whether we're planning a local upgrade, designing a service or shaping future priorities, we want to continue to evolve and listen to your ideas, understand your preferences and involve you in ways that feel meaningful.
Why your feedback matters
Your input will directly shape how we listen, communicate and involve people across our service region. It will help us build stronger, more inclusive and more responsive services - and support better outcomes for you and your community.
We know there's more we can do, and we're committed to doing it with you through genuine listening, stronger connections and more inclusive ways of working.
"This is about more than asking for feedback - it's about listening in ways that build trust and making decisions that reflect the people and communities we serve," said Kessia Thomson, General Manager Strategy and Partnerships.
"We want to work with our communities and that starts with asking how you want to be involved, then following through on what we hear."
This work is part of our broader commitment to listening and improving - whether we're planning long-term projects or out in the community right now through our customer care days, helping customers with billing and account in-person support.
The updated framework will build on what's already in place and reflect what customers and communities say matters most.
